Want to know if this job is worth applying to?
United States
Onsite
Not Available
This position is listed on behalf of a partner company, who manages all applications and next steps. Our partner is looking for a Senior End User Support Specialist based in the United States.
We are seeking an experienced Senior End User Support Specialist to provide advanced technical support within a major national laboratory environment. In this role, you will handle complex service requests, troubleshoot a wide range of hardware and software issues, and ensure reliable end-user computing services. Acting as a technical escalation point for Tier I and Tier II support teams, you will help resolve challenging incidents while maintaining high service standards. You will support multiple operating systems, virtual desktop environments, and video conferencing technologies. The position also involves contributing to cybersecurity initiatives, technology improvements, and knowledge management. Your work will directly support the secure, efficient, and uninterrupted operation of critical IT services.
As a senior technical support resource, you will manage escalated incidents, provide hands-on troubleshooting, and help maintain the reliability and security of end-user systems. Your responsibilities will include:
Deliver advanced end-user support: Respond to service requests and incidents submitted by the Service Desk and customers, resolving issues at first contact whenever possible or within established timelines.
Serve as an escalation point: Act as the primary technical escalation resource for issues that Tier I and Tier II technicians cannot resolve, investigating and addressing more complex problems.
Troubleshoot hardware and software: Provide desk-side support ranging from basic assistance to advanced troubleshooting across Windows, macOS, Linux, iOS, and business applications.
Support virtual desktop environments: Diagnose and resolve virtual desktop issues, particularly those involving connectivity and end-user equipment.
Manage video conferencing systems: Set up, configure, and troubleshoot video conferencing equipment at intermediate to advanced levels.
Contribute to cybersecurity and application initiatives: Test application compatibility and support cybersecurity-related projects and technology development initiatives.
Maintain accurate documentation: Record incidents, service requests, and resolutions in the call tracking system, contribute to knowledgebase articles, and ensure existing documentation remains current.
Maintain system reliability and security: Support the proper configuration, management, operation, monitoring, and security of assigned systems.
Test and validate equipment changes: Test, verify, and document changes to computer equipment and related configurations.
Coordinate external support: Work with third-party service and maintenance providers to ensure equipment, software, and related services remain operational.
Perform additional duties: Take on other responsibilities as assigned.
The ideal candidate combines hands-on technical support experience with strong troubleshooting abilities and a customer-focused approach. The following qualifications and skills are required:
Associate degree in a relevant discipline and at least 3 years of directly related professional experience. Equivalent combinations of education and experience may be considered.
Ability to obtain and maintain a U.S. Department of Energy security clearance.
U.S. citizenship is required.
Working knowledge of PC operations, including hardware, network settings, operating systems, and Microsoft Office applications.
At least 6 months of customer help desk experience.
Intermediate to expert-level virtual desktop expertise, particularly regarding connectivity with end-user computing equipment.
Typing speed of at least 35 words per minute.
Strong technical troubleshooting, problem-solving, and customer service skills.
Preferred qualifications:
Experience working in the current customer environment.
Bachelor's degree in Information Technology or a related discipline.
Experience using ServiceNow.
Familiarity with the Knowledge-Centered Service (KCS) methodology.
Typing speed of 50 words per minute or higher.
Ability to meet any additional requirements established by the Service Manager.
Opportunity to support a major national laboratory and contribute to an important customer mission.
Exposure to a broad range of enterprise IT systems, operating environments, and end-user technologies.
Opportunities to contribute to cybersecurity initiatives and technology development projects.
Professional experience in a technically demanding environment with opportunities to apply and expand advanced support skills.